Research On The Operation Of "12345" Public Service Hotline In L District Of Changchun City

With the progress of science and technology,more and more advanced electronic technologies have joined in the field of government services.The ability of e-government to reshape the government has been greatly improved,and it has also brought a leap in the level of government services and work efficiency.As an important part of e-government,the government service hotline is also playing an increasingly important role in resolving interest disputes,resolving contradictions between letters and visits,providing public services,and ensuring the needs of people’s livelihood.However,in the actual operation,the author found through his own work experience,relevant data analysis and questionnaire interviews that in the operation of open telephone work in L District of Changchun City,there are still problems such as insufficient staff,inactive service attitude,inadequate implementation of work,struggle between departments and territories,ineffective incentive,reward and punishment policies,and lack of systematic analysis and application of big data.In the current theoretical research,based on the theory of e-government and service-oriented government,the relevant research on the government service hotline gives more suggestions at the macro level,while there is less research on the grass-roots work operation,which directly points to the pain points encountered by the staff of the government service hotline in the operation.This paper will use comparative analysis,questionnaire interview and quantitative analysis methods,Find out the problems in the operation of "12345" public telephone work in L District of Changchun City,and analyze the causes in depth,and then put forward specific suggestions for optimizing the operation.There are six chapters in this paper.The first two chapters are introduction and the general situation of the operation of public telephone work in Changchun City and l district.They mainly introduce the research background and significance,describe the research status at home and abroad as a whole,and describe the theory of e-government and service-oriented government.Finally,they determine the overall research ideas and methods of the paper,and evaluate and predict the innovation points and difficulties of this paper;Chapters 3 and 4 are the core parts of this paper.They summarize and sort out the questionnaires and interviews,find out the characteristics of the public telephone work in L District,and analyze the public telephone work in L district based on the relevant data of L District in 2021 by using quantitative analysis combined with statistical charts to find out the laws,problems and development trends;Chapter 5 takes the typical case experience of domestic and foreign government service hotlines as a comparative reference,and puts forward the enlightenment for the optimization of related work in L district;Finally,combined with the previous research,five specific optimization suggestions are put forward for the public telephone work in L district.